Every missed call is a missed opportunity. In fact, those unanswered rings cost UK businesses billions each year – and that’s not just revenue, it’s reputation too.
With more ways than ever to handle your calls, from AI to real-life people, knowing what’s right for your business can feel like a bit of a minefield.
That’s where we come in. At Moneypenny, we’ve spent 25 years helping businesses of every shape and size get this bit right. Here, we’ll walk you through the three main types of answering services – AI-only, hybrid, and human – along with the pros and cons of each, so you can decide what’s best for you.
An answering service, also known as a telephone answering service or call answering service, is an outsourced service that handles incoming calls on behalf of a business.
That might mean picking up your overflow calls, after-hours support, or simply freeing up your team so they can focus more on their day job. Some answering services simply take messages, while others can book appointments, answer FAQs, or transfer callers to the right person in your team.
Traditionally, these services were delivered entirely by real people – offering a warm, professional voice when you couldn’t get to the phone. But with the introduction of AI, answering services are evolving – blending technology with human expertise to offer faster, smarter, and more flexible support than ever before.
AI-only answering services use artificial intelligence to handle calls without human input. With advances in natural language processing, these systems can understand caller intent, respond to basic questions, and in some cases even book appointments.
Benefits of an AI-only answering service:
Considerations:
If your calls are largely transactional, like FAQs or booking requests, AI could be a smart, budget-friendly option.
Hybrid answering combines the speed of AI with the empathy and judgement of a real person. AI handles the basics – things like opening hours or standard FAQ’s – while anything more complex is routed straight to a trained receptionist.
Benefits of hybrid answering services:
Considerations:
Hybrid services are a great fit for businesses that want to offer excellent service without overstretching their internal teams – particularly those with a mix of routine and more nuanced call types.
This is the gold standard for personal service – every call answered by a trained, knowledgeable receptionist. From handling delicate enquiries to making VIP clients feel valued, human-only services provide unbeatable warmth and professionalism.
Benefits of human-only answering services:
Considerations:
For businesses where every caller experience truly counts – such as legal, financial, or luxury sectors – human-only answering is often the gold standard.
When it comes to choosing the right answering service, there’s no universal answer – and that’s a good thing. Every business is different, which means what works brilliantly for one might not be the best fit for another.
Instead of focusing on what’s typical for your industry, it’s more useful to think about your own setup: how your team works, the nature of your calls, and what your customers expect when they get in touch.
Here are a few helpful prompts to guide your decision:
Are you a small team juggling a lot, or a larger business with structured departments? If resources are tight, an AI-only or hybrid model can help lighten the load. If consistency and human interaction are key, a more people-led approach might make sense.
Are most of your calls straightforward – things like appointment bookings or FAQs? Or are they more in-depth, involving sensitive conversations or tailored support? Understanding the balance here will help you decide whether AI-only, human answering, or a blend of both is right.
Your brand sets the tone. If your customers value speed and efficiency, AI might do the trick. If a personal connection or reassuring voice matters more, you may want a human element – even if it’s just for certain types of calls.
Is the main aim to never miss a call? To reduce admin? To improve service quality or support growth? Once you know what you want to achieve, it becomes much easier to match that goal with the right type of answering service.
Once you’ve identified what your business needs from an answering service, it’s helpful to see how others are using them.
While no two organisations are the same, there are some clear patterns in how different types of services – AI-only, hybrid, and human – are being used day-to-day. From managing high call volumes to providing personalised support, businesses across a wide range of industries are finding smart ways to make these services work for them.
Here’s a look at how different setups are being put to good use in real-world settings:
AI can instantly respond to basic queries like viewing requests and FAQ-style questions. When it’s a hot lead or valuation request, receptionists can take over – qualifying prospects and keeping agents in the loop.
High-end retailers rely on a seamless, personalised service that reflects their brand. Human-only answering services ensure every caller receives the red carpet treatment. Trained receptionists act as an extension of the team, handling VIP clients, processing bespoke orders, and creating a lasting first impression that builds loyalty.
For tradespeople and service businesses, speed and availability are critical. Hybrid answering services work well here – AI manages high call volumes and captures basic job information, while real people handle estimates, scheduling, and more complex questions. It means fewer missed opportunities and less admin.
Sectors like legal, finance and consultancy often deal with sensitive or complex issues. Human-only services are commonly used to ensure discretion and professionalism at every touchpoint. In some cases, a hybrid model is used to filter general enquiries through AI, while prioritising high-value calls for personal handling.
We know what it takes to deliver brilliant customer conversations – because it’s what we’ve done for 25 years.
Whether you’re leaning towards AI, curious about a hybrid approach, or know you want the reassurance of real people, we’ll help you find the right fit. Our services are designed around your needs, your goals, and your customers – with the flexibility to grow as you do.
Want to learn more? Talk to us today on 0333 202 1005 and see which type of answering service will work best for your business.
Your own PA to look after calls, qualify leads, book appointments, and lots more.
Discover >Our team of PAs capturing every new enquiry and qualifying them during the call.
Discover >
